Maria Juarez
Bacliff,Texas
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Housekeeping Manager
Sonder
03.2023 - 07.2024
- Coordinate the work of Housekeepers and Housekeeping Support Agent, including daily logistics, scheduling, deep cleaning of units, according to productivity and forecasted occupancy providing feedback and quality control
- Interviewing, training and scheduling, disciplining and evaluating the staff
- Train new housekeepers and provide ongoing training for current staff on Sonder systems, technology, buildings, and cleaning standards
- Monitors each housekeeper's daily progress and inspects completed units to assure that all Sonder standards have been met; When standards have been missed, brings employee back to the unit and coaches them on how to correct the deficiency
- Monitor payroll reports, work schedules, lost & found program, stocking of housekeepers carts and designated storage areas
- Maintain required pars of linen, amenities and consumables for inventory management and in preparation for daily distribution and monthly order
- Coordinate with 3rd party vendors regarding daily cleanings.
Senior Hospitality Agent
Sonder
01.2022 - 04.2023
- Coordinate and dispatch Hospitality Agents daily tasks by prioritizing and delegating tasks for outgoing and incoming agent teams through completion
- Work alongside other Hospitality Agents and our remote guest experience, taking ownership of issues and ensuring they are completed to the highest degree without supervision
- Coordinate workforce in the field to ensure appropriate staffing levels and all guest needs are met
- Travel to multiple Sonder properties throughout the local market, as required
- Handling guests' complaints and resolving issues.
Hospitality Agent
Sonder
12.2019 - 12.2021
- Respond day-to-day guest requests, issues, and other outreach using the Sonder Service Principles
- Guide guests through the Sonder experience, ensuring they have an amazing first impression
- Troubleshoot minor maintenance and technology issues (upholstery stain removal, light bulb replacements, access to units, wifi connectivity
- Perform housekeeping quality audits and inventory checks in our units to ensure that hospitality standards are met consistently
- Assist with inventory duties such as preparing turn over kits, receiving deliveries, and tracking linen/consumable use
- Provide guests with high quality services that meet their needs and expectations.
Housekeeping support agent (HSA)
Sonder
09.2019 - 11.2019
- Maintain housekeeping consumable supplies, linen and terry
- Prepare kits, sort and inventory housekeeping supplies
- Deliver linen and consumable kits to guest units or storage areas distributed throughout the city
- Retrieve soiled linen from guest units or storage areas
- Stock and organize distributed storage areas throughout the city
- Report maintenance deficiencies and items in need of repair
- Conduct special projects or assignments
- Use mobile smartphone/applications/technology to communicate with the team and report progress.
Education
High school diploma -
Victory Prep Academy
No Degree - Health Management And Clinical Assistance
The College of Health Care Professions
Houston, TX09.2026
Skills
- Ability to perform assigned duties with attention to detail and speed accuracy
- Communication skills
- Microsoft (Excel, PowerPoint, Word)
- Ability to work in a team environment and be open to change
- Multi-tasking capabilities; ability to think logically and time management organized
- Maintaining positive customer relations
- Flexibility and adaptability
- Time management and organization
- Strong computer literacy and writing skills
- Guest Relations
- Customer Relationship Management
- Scheduling and Planning
- Task Delegation
- Quality improvements
- Supervisory skills
Languages
Spanish
Full Professional
Timeline
Housekeeping Manager
Sonder
03.2023 - 07.2024
Senior Hospitality Agent
Sonder
01.2022 - 04.2023
Hospitality Agent
Sonder
12.2019 - 12.2021
Housekeeping support agent (HSA)
Sonder
09.2019 - 11.2019
High school diploma -
Victory Prep Academy
No Degree - Health Management And Clinical Assistance
The College of Health Care Professions
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